End User Support Analyst Level V

Responsibilities:

Responsible for internal customers in the dynamic environment. Possess expertise in the IT support area and has technical understanding of the business unit's systems, capabilities, and respective technologies. Analyze customer processes and requirements. Prepare specified project documentation according to client standards. Assist in business process redesign as needed. Maintain communication with customer and team members and promote a team environment.
 

• Works on one or more projects
• Works on moderate to complex projects
• Provides direction tools, and process support to less senior employees
• Knowledge in own discipline
• Requires moderate guidance
• Provides technical support and solutions
• Makes decisions within guidelines & policy
• May manage projects of limited scope
• Assist in planning and design of solutions via requirements gathering.
• Create simple workflow models and process maps based on input from multiple sources.
• Lead meetings with Technology and Business Partners to gather needs and requirements
• Aligns process/procedures to best practice solutions
• Analyzes efficiencies and effectiveness of current solutions.
• Document training programs and knowledge articles
• Basic understanding of business principles (Client systems)
• Identifies problems/issues and finds solutions
• Monitors compliance and adherence to principles
• Partners with business managers
• Ensures work is within project scope
• Document service levels
• Analyzes efficiencies and effectiveness of current solutions.
• Document training programs and knowledge articles
• Basic understanding of business principles (Client systems)
• Identifies problems/issues and finds solutions
• Monitors compliance and adherence to principles
• Ensures work is within project scope

Required Qualifications - Education/Certification:

• Bachelor's Degree in Computer Science, Information Systems, or Business Administration required, or equivalent job experience
• Technical Skills: Windows 10, Office 365, MS Teams, Cisco Voice/IPTrade Phones, Powershell Script, Audio/Visual Content Management, HP/Dell Hardware Install, Multifunction Printer, Active directory.
• Required Qualifications -3 - 5 years of IT Support Experience
• Ability to work independently, well under pressure
• strong analytic and problem-solving skills
• Reliable, punctual attendance is an essential function of the position
• Must have airline experience

Qualifications:

• Experience level: Experienced
• Minimum 3 years of experience
• Education: Bachelors

Skills:

• User Interface